Over the holidays, 25% of Web sites suffered such severe technological glitches that customers were prevented from ordering products from those sites, Cliff Sharples, president, CEO and co-founder of Garden.com Inc. said yesterday at the opening session of the DMA net.marketing Conference & Exhibition in Seattle, WA.
Sharples, in his talk on the “Next Generation E-Commerce” said marketers can learn from their past mistakes and outlined some of the more prominent glitches in holiday e-retailing that dogged the industry as marketers struggled to overcome technological, fulfillment and customer satisfaction problems. They are:
* 14% of packages were delivered late
* 6% of packages never arrived
* 56% of Web sites did not respond to e-mail within 48 hours
* 26% of Web sites did not respond to e-mail at all
In addition, the study found that 40% of sites are personalizing e-mail messages, 25% recognize repeat buyers and that the average number of people an online shopper tells about their online experiences is 12.
“We’ve got a long way to go and a lot more to do,” Sharples said.
The study of 50 Web sites–a market basket sample of sites that are highly visible and have attracted financial investors, was sourced by Resource Marketing ECommerce Watch.
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